Wal-Mart Complaint - Following through on Online order placed
NEWNAN, GEORGIA -- Letter 1 to Wal-Mart:
I went online and searched and searched and then on November 30, I was able to order the same Power Wheels on your website. The order was placed without a hitch. On December 3, I called customer service for a status update and was told by "Alexis" that the order was being processed and she would "push it through" for me. Now, I get an email stating that the order has been cancelled completely? Apparently the item was never instock to begin with or this was an error in the website. I am thoroughly disappointed in this entire process and will not shop Wal Mart for black Friday or special sales again.
Letter 2 to Walmart:
On November 30, the item was listed as available online only so I ordered it. I was so excited. The debit showed as pending in my account for several days. Then on Thursday the debit was reversed. I went online and checked the order status and it was listed as "processing". I was afraid something had gone wrong with my credit card so I called customer service. This was when I was informed that the order had "timed out" somehow but that she would "push it through" and the ship date would still be no later than the 15th. Until your email yesterday I was still under the impression I would receive the order right before Christmas. It should have never been listed online, much less allowed me to place the order if the item was not even available. I understand that black Friday items are limited quantity and special purchases. And I am not the type of person who complaints formally much less informally. However, we don't feel like we had equal opportunity to purchase the item in our store and then we were mislead online by being able to place the order only to be notified a week later that the order was cancelled. I think you would agree (if it was your son/family) that $15 hardly compensates for the disappointment we have experienced both in the store and online with this item.
Wal-Mart email response:
Thank you for contacting Walmart.com regarding your feedback about your recent ordering experience.
We are very sorry that we need to cancel your order Fisher-Price Power Wheels due to fulfillment issues. We understand how frustrating this could be for you. Also, we apologize that the item that you are trying to order are out of stock on our website. As compensation for the inconvenience this may have caused you, we would like to offer you $15.00 online gift card which you can use for your purchases at Walmart.com. Please email us back the email address where you would like the gift card send to.
We thank you for your patience and understanding on this matter and we apologize for any inconvenience you may have experienced.
Congratulations to your new baby!
If we may be of further assistance, please email us at email@example.com.
Walmart.com Customer Care
Email #2 reply from Wal-Mart: (Auto response)
Online customers should continue to visit our website at www.walmart.com for availability of cyber week specials. Please remember that placement of an item in a cart does not guarantee purchase of item. Quantities are limited. Any changes to availability will be reflected on the website. Thank you for shopping at Walmart.com If you still have questions, please reply to this email and let us know how we can help. Sincerely, Walmart.com Customer Care
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